This is Not What I Saw on HGTV...
An angry customer with a laundry list of complaints has just stormed into a local home staging company. The owner is unavailable, so her assistant must try to salvage the customer's service experience. Using the gaps model of service quality, the assistant (and students) must recognize service quality issues, explore the imbalance between what was promised and delivered, and attempt to manage a disgruntled customer. Complicating matters, the assistant has been given limited authority and must appease the customer without making her boss look unprofessional.